IQ-KB (Knowledge Base), interpreted as the expert think tank system, aims to offer intelligent solutions for enterprise problems. In IQ-KB, expert knowledge can be organized and refined in the form of FAQ. Its web-based interface allows access from different platforms and locations. By the team collaboration over the IQ-KB, the knowledge optimization cycle can be formed with the following processes: user query, user feedback, editor revision, change request, management approval, and knowledge publishing. Employees are encouraged to offer ideas and insight into the knowledge base through the positive cycle, fulfilling the enterprise’s needs of expertise preservation, problem solving, customer service, and crisis management, as well as further saving operational costs, improving competency, and increasing customer satisfaction.
• Product technical information service
• Call center support system
• Government Service Portal
• Enterprise knowledge management
• Crisis management decision support
• Training and e-learning
• Knowledge transfer
I . Increase organizational performance
• Make problem solving an one-time effort.
• Relieve the workload of senior employees.
Reduce the average response time for each problem.
II . Lower the operational costs
• Simplify user access to information, reducing number of requests for customer service
• Allow new employees getting hands-on with the system in no time with clean interface, cutting the costs for intensive training
Lower the demand of senior employees, cutting off the operational cost and facilitating job assignment.
III . Increase the customer satisfaction
• Deliver up-to-date knowledge to all employees and customers, promoting the service quality.
• Maintain consistent and stable service quality by providing intelligent answers.
Compress response time, increase customers satisfaction.
IV . Improve the business competitiveness
• Create intellectual asset, improving business competitiveness.
• Collect the expert experiences, avoiding impact from employee turnover.
• Evoke positive cycle of knowledge optimization, insuring organization growth.
• Provide intuitive interface, shortening learning curve and increasing team productivity.